Helpdesk Manager/Lead

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$65,000 - $75,000
$30.00 - $40.00
Job Type
Direct Hire
Jan 12, 2018
Job ID
Helpdesk Manager/Lead
Position Overview:
  • Maintain and monitor end-user workstations and productivity on local area network.
  • Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements.
  • Provide support to staff on all company-supported applications.
  • Troubleshoot computer problems, determine source and advise on appropriate action.
  • Complete application project-based work. Perform responsibilities in accordance with all company standards, policies and procedures.
  • Provides day to day supervisory duties over IT Support roles and Service Desk.
  • Provide reports on a regular basis pertaining to Service Desk metrics
Role and Responsibilities
  • Supervise IT Support Personnel on a daily basis ensuring proper coverage and support to the business
  • Supervise Service Desk to ensuring SLA and other specific metrics are being met
  • Administers end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN).
  • Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.
  • Installs, configures and maintains personal computers, Windows networks, Apple workstations, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.
  • Performs and/or oversees software and application installation and upgrades.
  • Maintains site licenses for department/organization.
  • Plans and implements network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.
  • Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.
  • Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
  • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
  • Assists personnel of other departments as a computer resource.
  • Provides computer orientation to new and existing company staff.
  • Diagnose computer errors and provide technical support.
  • Troubleshoot software, hardware and network issues.
  • Train end-users how to setup and use new technologies.
  • Backup and restore an organization's data files and systems.
  • Install, configure and upgrade PC software and operating systems.
  • Clean and repair computer hardware, such as keyboards and printers.
  • Provide technical support over the phone or Web.
  • Take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.
  • ITIL knowledge, Cisco Network and Telecom experience preferred.
  • Strong analytical, research, and writing skills. Proficient in Microsoft Office software; strong organizational and time management skills. 
  • Good knowledge of modern operation systems including Windows, IOS etc. 
  • Supervisory responsibilities, while regularly serving as a resource to others and may serve as a lead or technical specialist. 
  • Models and teaches compliance with all work practices, policies and procedures.
Associate’s degree from an accredited college or university preferred and a minimum of three (3) year experience providing end user desktop support or working in a Service Desk role.